Client Success Manager

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.   Essential Duties and Responsibilities: Manage a team of Caregiver Managers in a designation location(s), poviding supervision including coaching, counseling, and, ensuring that the Caregiver Managers and the caregivers are fully prepared for assigned duties. Recruit, interview, screen and, hire new caregiver managers in their respective location(s) Ensure that Caregiver Managers are assigning the best caregiver for each job based upon relevant factors. Maintain knowledge of current business priorities and market considerations within designated business unit and factor appropriately into staffing decisions Oversee client and caregiver scheduling including educating on the importance of accuracy in schedules, rates, personnel and care notes, meeting payroll and billing deadlines Ensure compliance with any applicable Labor or Home Care Regulations. Coordinating with our HR Team to ensure that proper protocols are in place for employee recognition, employee discipline and warnings, employee termination, incident investigation and resolution, injury and worker’s compensation management, use of paid sick time, and other HR issues. Ensure that performance evaluations for Caregivers are completed, offer feedback, and implement development plans to enhance caregiver skills and performance. Ensure that caregivers are matched appropriately with clients based on the needs of the client, the caregivers' skills, experience, and availability. Providing excellent customer service and responsiveness to local teams in their efforts to follow state and federal laws in their work with employees; serving as mentor and coach to local team members for caregiver employee relations issues Conduct regular assessments of care services to ensure caregiver compliance with established organizational standards and state regulations. Implement quality improvement initiatives based on feedback and evaluation results to enhance the quality of care provided. Provide direct support for escalated problem resolution Support and facilitate ongoing training for caregivers to enhance their skills Ensure that caregiver managers are keeping caregivers are up to date in their licensing and compliance  Review caregiver manager payroll, including timekeeping, time off requests and approve daily/weekly for payroll processing. Document incoming concerns from clients and report to management…